Principal Accountabilities:

Tracks and monitors the team’s daily operations and gather feedback to generate daily reports for the management.
Assign ques and workload
Meeting operations KPI’s
Checks the Projects Statuses and updates on the performance of each project to the management.
Handle escalations with clients
Interacts and coordinates with other Group Business Units concerning escalations.
Assist the contact center manager with upcoming projects and on-going plans to achieve team and department goals
Maximize the utilization of resources and agents
Receives Inbound Calls. Emails. and Live Chats through call center application as and when needed
Coach and mentor the team

Minimum Requirements:

3 years experience in a Senior/supervisory role in Call Contact Center
Relevant Education Degree
Fluent in Arabic and English
Approachable personality
Outstanding leadership, interpersonal, and problem-solving skills.
Excellent verbal and written communication skills.
Effective listening skills
Ability to adapt to change and multi-task are essential qualities
Advanced Skill in Microsoft Office
Excellent time management
Excellent team player